ArcaMax

Q: I recently rented a Hyundai Sonata from National at Raleigh-Durham International Airport. Within minutes of driving off the lot, I started hearing noises from under the car. I drove a couple of exits, then turned around and brought it back.

When I entered the National facility, one of the attendants said, "Well, there's another Sonata with the lower engine cover coming loose." I explained what happened; a representative said "no problem," and I got another car. I had the Sonata for maybe 30-60 minutes total.

About a month later, I got an email from National's damage recovery unit demanding my insurance information. I called and explained that I did nothing to the car; I just drove it out of the lot and onto the highway. A representative said that since I only had the car for such a short time, I should be good.

But three months later, I got another demand. I appealed, and they denied it with no explanation. I never got photos of the damage or explanations of what they're claiming I did. I've emailed three National executives who are listed on your site but haven't heard back.

I've been a loyal National customer for 20 years. National wants me to pay $2,000 for the damage. This is ridiculous! -- Walter Gluzkin, Miami Beach, Florida

A: When you returned the defective Sonata within an hour, and an employee acknowledged that there was "another" car with the same problem, this should have been the end of it. National should have documented this as a mechanical failure, not as customer damage. The fact that even their own employee recognized this as a recurring issue with the model should have protected you completely.

Instead, National's damage recovery unit decided to pursue you for money. I've lost count of the number of times that I've seen this. Usually, customers roll over and surrender their insurance information. But not you!

You could have strengthened your case by getting the employee's confession in writing. But honestly, you shouldn't have needed to. National's own employee confirmed that this was a known defect.

National's actions are problematic on several levels. Under most states' consumer protection laws, businesses can't charge customers for preexisting defects. Also, National should have provided you with detailed documentation of the alleged damage, repair estimates, and photographic evidence -- not give vague demands for insurance information.

You did exactly what I would have recommended -- escalating this to National's executives. I publish their contact information on my consumer advocacy site, Elliott.org. The fact that they initially ignored your appeals is frankly embarrassing for a company that claims to value customer service.

Most importantly, you were not a pushover, which is a key ingredient to a successful resolution. When you're right, you have to stand up for your rights!

I contacted National on your behalf and it reviewed your rental record. "Customer satisfaction is our top priority," a company representative told me, "and maintaining a customer's long-term loyalty is important to us." National contacted you and agreed to drop the claim.

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Christopher Elliott is the founder of Elliott Advocacy (elliottadvocacy.org), a nonprofit organization that helps consumers solve their problems. Email him at chris@elliott.org or get help by contacting him at elliottadvocacy.org/help/.

(c) 2026 Christopher Elliott

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